Discuss in Customer Think — How Your Organization Can Benefit From a Holistic Approach to CX Research

Discuss Co-Founder and Chief Strategy Officer Jim Longo in Customer Think.

Recent market conditions such as inflation and a volatile economy are forcing consumers to rethink their spending choices and brands need to take notice. The good news is that according to McKinsey’s 2022 State of Customer Care Survey, improving the customer experience is the fastest-growing priority area for customer care leaders.

However, in order to be successful, the customer experience needs to be approached holistically making sure that investments in experiences at every stage are addressed. Providing one uniform, high quality customer experience requires understanding what people need, sometimes before they even know it themselves.

Fortunately, customer feedback methods have come a long way in delivering the voice of the customer across teams and departments and at every level of the business. Using agile research methods, companies can surface insights faster and share the data across the entire organization, thereby democratizing the research process.

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